Pre-orders and refunds

Last updated: 5 October 2026.

1. Cancelling before dispatch

The current silver Introcard is a pre-order with expected dispatch in January 2027. You can cancel before dispatch for a full refund. Email support@introcard.co.uk with your order number or enough information for us to identify the order. No reason is required.

For a cancellation before dispatch, we will reimburse you without undue delay and within 14 days of receiving your cancellation notice.

2. Changing your mind after delivery

If you are buying as a consumer, you can cancel your online physical-card purchase by telling us within 14 days after the day you receive it. You then have a further 14 days from telling us to send the card back. You can inspect the card as you reasonably would in a shop.

The current offer does not include engraving or personalisation. We do not treat the standard silver card as a personalised item that is excluded from the right to cancel.

3. How to return a card

Email support@introcard.co.uk for the correct parcel return address and instructions. This does not require you to obtain permission to exercise your legal right to cancel. Please keep proof of posting and package the card so it is protected in transit.

You pay the direct cost of return postage when you change your mind. Introcard covers the reasonable return cost where the card is faulty, damaged on arrival or incorrect. If the responsibility for return costs was not disclosed before your purchase, we will meet any cost that the law requires us to pay.

4. Refunds after a return

For a valid change-of-mind cancellation, we will refund the amount paid for the card and any standard outbound delivery charge. Current pre-order UK delivery is free. Any extra amount paid for an optional premium delivery service is not refundable merely because you change your mind.

We will refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise and there is no fee for the refund. A refund may be reduced only for loss in value caused by handling beyond what is necessary to establish the card's nature, characteristics and functioning, where the law permits.

5. Faulty, damaged or incorrect items

If your card is faulty, damaged, not as described or the wrong item, contact support with your order details and a description of the problem. We will cover the reasonable return cost for a faulty or incorrect item and explain how to return it.

Your legal remedies may include a refund, repair or replacement. Consumers normally have a 30-day short-term right to reject faulty goods, and further rights can continue after that period. Do not treat the change-of-mind deadline as a limit on your rights for faulty goods. You do not need original packaging to make a valid faulty-goods claim.

6. Digital upgrades

For a separately purchased digital upgrade, contact support if you want to cancel or if it is not working as described. Applicable rights for digital content and services are preserved. A purchase alone is not consent to waive a statutory cancellation right.

7. Optional cancellation form

You can use the text below, but any clear statement that you wish to cancel is sufficient.

To: INTROCARD UK LTD, Office 631 Young Street, Edinburgh, Scotland, EH2 4JB; support@introcard.co.uk.

I/we give notice that I/we cancel my/our contract for the following goods or services:

Order number:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if sent on paper):

The address above is our business correspondence address. Contact support for the parcel return address. Nothing in this policy affects your statutory rights.